We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-4748660
27 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4748660 The complaint Mr Y complains about how U K Insurance Limited trading as Direct Line handled a claim he made on his motor insurance policy. What happened Mr Y holds a motor insurance policy with Direct Line. When his vehicle was involved in an accident with a delivery van in Sep... (2 pages)View decision -
Decision Reference DRN-4876487
27 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4876487 The complaint C, a limited company, complains Covea Insurance plc has only agreed to partially settle a claim against its buildings insurance policy. C is represented by its director. For ease of reading, I will refer to her actions as C’s. Covea is represented. For ease of rea... (3 pages)View decision -
Decision Reference DRN-3535190
27 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3535190 The complaint Ms P complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to i... (54 pages)View decision -
Decision Reference DRN-4856591
27 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4856591 The complaint Mrs S complaints that HSBC UK Bank PLC has failed to comply fully with her DSAR (data subject access request) for recordings of telephone calls she had had with it. What happened Mrs S says that in August 2023 she made a DSAR for all calls from February 2023 to Au... (2 pages)View decision -
Decision Reference DRN-4861291
27 Jun 2024 Wakam UpheldInsuranceDRN-4861291 The complaint Mr D has complained that Wakam took too long to repair his car, which he used as a taxi, after he made a claim for damage to it under his taxi insurance policy. Any reference to Wakam includes its agents. What happened Mr D’s car was damaged in an accident. He ma... (3 pages)View decision -
Decision Reference DRN-4733448
27 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4733448 The complaint Mr H complains about how Aviva Insurance Limited (Aviva) handled a claim under his Motor Caravan Insurance Policy for the loss of his camper van. References to Aviva in this decision include their agents. What happened In October 2023 Mr H’s three year old camper ... (4 pages)View decision -
Decision Reference DRN-4823752
27 Jun 2024 Santander UK Plc UpheldInvestmentsDRN-4823752 The complaint Mrs R has complained about the delays she experienced when transferring her ISA account to Santander UK Plc (‘Santander’). She says the delays were caused by Santander and is seeking financial compensation for the losses incurred because of those delays. What happ... (6 pages)View decision -
Decision Reference DRN-4700804
27 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4700804 The complaint Mr C has complained about difficulties he experienced using his credit card and the customer service he received from Starling Bank Limited. What happened Mr C has a credit card account with Starling. He complained to Starling about the following issues: There se... (3 pages)View decision -
Decision Reference DRN-4543947
27 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4543947 The complaint Miss C complains Royal & Sun Alliance Insurance Limited have handled a home insurance claim poorly. RSA’s been represented by contractors for parts of the claim. For simplicity at times, I’ve referred to the agents’ actions as being RSA’s own. In other places ... (4 pages)View decision -
Decision Reference DRN-4743007
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743007 The complaint Mrs S, on behalf of the estate of the late Mr S, complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. For the purposes of this decision, I will mostly refer to Mr S instead of the estate of the late Mr S. What happened Mr S found an... (4 pages)View decision